Technical Support Engineer

The Technical Support Engineer primarily works on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low - moderate complexity and be able to manage your own priorities.

Responsibilities:

• Become an expert in the product.
• You should have an IT related degree, several years of professional experience, and a passion for solving problems.
• Familiarity with SaaS solutions is preferred.
• Proactively manage and respond to support tickets.
• Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day.
• Understand, interpret, reproduce, and diagnose customer problems.
• Perform Root cause Analysis.
• Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.
• Teach solutions to customers.
• Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system.
• Experience previously working with customers is essential.
• Collaborate with members of other departments/teams to resolve product issues -escalating issues as necessary.
• Configure customer systems to meet requirements.
• Meet individual case management and SLA Goals.
• Operate as a subject matter expert in at least one product area.

Minimum Qualifications:

• Bachelor’s Degree in Information Technology, or similar field of study, or commensurate professional experience.
• Three or more years of customer service experience.
• Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
• Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. V07052023 1 MONTGOMERY STREET, SUITE 2150 | SAN FRANCISCO, CA 94104 | FIRSTUP.IO
• Ability to communicate effectively with customers.
• Excellent organizational skills -ability to prioritize, manage, multi-task, and execute projects cross-functionally.
• Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS,XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs